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대한안전경영과학회지
(Journal of Korea Safety Management & Science)
제6권 제2호 (2004.06)
pp.199-209
pp.199-209
대한안전경영과학회
(Korea Safety Management & Science)
초록
Kano(1984) distinguishes five types of Quality requirement which influence customer satisfaction; Attractive, One-dimensional, Must-be, Indifferent, Reverse Quality element. Attractive requirements lead more than proportional satisfaction. Attractive Quality requirements are the key factors of order winner and the sources of customer delight. Attractive requirements do not influence customer satisfaction equally. This study presents Kano's model using AHP(Analysis Hierarchy Process) for the priorities of attractive Quality requirements.
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